Cerulean Tower Tokyu Hotel, A Pan Pacific Partner Hotel, Tokyo

The room had an annoying smell of mold that the establishment was aware of, having equipped the room with a constantly running dehumidifier in addition to sprays to deodorize and sanitize the spaces; this is not what you expect in a 5-star hotel...

we had to switch rooms late at night as I could not sleep due to the smell, and we never got an apology - although we got a tiny bit of an upgrade to a slightly larger room only because I asked

Stayed in a Cerulean class "corner" room that was one of the best rooms I've ever had--large, extremely comfortable bed, great bathroom, stunning views.

The room was much smaller than expected

The location is great but at the moment and until 2034 there is a big construction project going on and it is very difficult to find your way around if you are not really familiar with the area.

Location in the heart of Shibuya, walk easily to the station or to all the activity in the area--but the hotel is on a hill and relatively quiet.

5 minutes from Shibuya Station/Crossing/Hachiko/Shopping!

The fact that the limousine bus is on the basement level to easily take you to Hanedia airport.

Great hotel, centrally located, amazing staff and excellent facilities.

40 th floor bar with city views.

Surcharge of approx 900 yen per night was applied by the hotel to downgraded our room category and provide connecting rooms. This seemed unreasonable. Most hotels actually offer a reduced tariff for the connecting room. We were charged two full nightly rates plus the surcharge.

Despite clearly explaining the circumstances and providing documentation of the disruptions, the hotel refused to grant a full refund or show any flexibility.

Housekeeping, front desk, porter (in fact all staff we met) were very helpful, friendly, polite and efficient.

They booked reservations and excursions at my request and were very helpful to remind me of them and transfer tickets for them.

Staff barely speak English (unacceptable for a hotel, especially a 5 star).

I booked a late check out by 5pm, and at 8am on the last day I requested a light cleaning - I needed clean towels and overall picking up of trash so it would be easier to pack - but was totally ignored, came back to the room not cleaned.

The Japanese breakfast was truly excellent.

We had the same breakfast menu for 12 days!

Despite having a reservation for nights with breakfast included, on two occasions the staff member questioned our entry and claimed that only one of us had paid for breakfast.

The charge was $ 26 us per person for breakfast and would have been better not to include breakfast with each room and just pay the breakfast per person.

The cleanliness? It’s next level, I travel a lot and never have I experienced such cleanliness.

Club rooms are well worth it if you can afford the upgrade - the club lounge is a great space and the food/ drinks are generous.

the gym is chock-a-block crammed full of cardio and weight training equipment as to be almost unusable, so you really do need to be patient with your fellow gym rats.

Excellent hotel but carpets could do with a clean or refresh.

The highlight of our stay was the rooftop bar - the perfect place for a panoramic sunset over the city, great cocktails and exceptional service.

We loved the Japanese breakfast the most as the restaurant was beautifully designed with lovely views across a garden area, terrific food/drinks.

The French restaurant at the top of the hotel. Too average and common to claim to be one. Moreover, too expensive. It is not worth experimenting.

Bar and restaurants close quite early in the night (at 11:00 pm the latest).

our kids are 14 & 11 and they were told that they had to be over 18 to swim in the pool.

The only downside is that the pool/onsen area is an extra charge (2000 yen per person per day), which is a bit expensive for a group of 5 staying for 4 days.

Good pool that was never crowded.

Pool opening hours are inconvenient - it doesn't open early enough to go before you head out first thing.

Brilliant fitness centre - one of the best I’ve had at a city hotel.

Their fitness center is quite small and only operates from 7AM till 9PM with last access at 8PM.

We had to pay extra for the gym, outrageous given the room prices.

The gym and the pool look good but very disappointingly, they can only be used for guests over 18 and my sons (16 yrs old) didn’t get to use the facilities at all with all the money I paid for the hotel.

Check-in was easy and quick.

We arrived earlier than our check in however they offered to look after our luggage, which allowed us to explore a little bit of Shibuya.

Our check in was very stressful and took over an hour as we were told they only took credit cards not debit cards.

I wanted to move my check-in date back one day as we were invited by Japanese friends to an onsen in Matsumoto for 1 overlapping night. Turns out they refuse to allow me to modify the reservation and are unwilling to enable any flexibility on pushing the date back 1-day.

This bus services both Haneda and Narita airports and is just as quick and easy as a taxi with more room and plenty of space to stow luggage under the bus.

The airport transfer is the best at JPY3200/adult - pick up is simply just at B1 of the hotel.

A short walk to Shibuya station with trains to pretty much anywhere in Tokyo.

A bit of stairs to climb to get to shibuya station, so if you have elderly or small kids travelling do take note!

great spa with big jacuzzi, sauna, massage chairs and amazing beauty products

The downfall is the employee in the spa, not helpful and turned us away from any treatment, saying they didn’t have any openings for the 4 days we were there which is very surprising.

The only small downside: access to the spa and swimming pool is not possible with a standard room reservation. You either have to pay a daily rate or book an "executive" room.

The wall of the spa was dirty. It was like green mould.